Politique de remboursement et d’annulation
Réservation obtenue ou remboursée — et annulation gratuite jusqu’à la livraison de votre réservation.
Our guarantee: you are eligible for a full refund if your reservation is not secured by the refund deadline (at least 2 hours before your visit), if we are unable to secure a reservation, if no acceptable alternative time is available, or if you reject a proposed alternative before delivery.
Cancellation: you may cancel, for any reason, at any time before your official reservation is delivered to your access page, and receive a 50% refund — the remainder covers the digital companion you accessed immediately and the work already started on your reservation. This is separate from our guarantee, which always refunds you in full if we fail to secure your reservation. Once the reservation has been delivered, the service has been performed and cancellations are no longer refundable by default.
Date changes: instead of cancelling, you can request a different date or time up to 3 days before your visit at no cost.
Digital content: because your audio guide and companion unlock immediately at payment, you expressly consent at checkout to immediate performance and acknowledge that the EU 14-day withdrawal right does not apply to that digital content. This never limits the reservation guarantee or free pre-delivery cancellation above.
After delivery, refunds are not available by default for circumstances outside our control (late arrival, missing ID, dress or security requirements, or cathedral decisions). We may still issue goodwill refunds at our discretion.
At a glance
| Situation | Outcome |
|---|---|
| Reservation not secured 2h before your visit | Full refund, automatic eligibility |
| We cannot secure any acceptable slot | Full refund |
| You reject a proposed alternative time (before delivery) | Full refund |
| You cancel before your reservation is delivered | 50% refund |
| You cancel after the reservation is delivered | No refund by default |
| Date/time change requested ≥ 3 days before visit | Free change |
| Late arrival, missing ID, dress code at the cathedral | No refund by default |